Customer Support Specialist II

This is a Fully Remote Job

About Our Client:

The organization operates within the customer service industry, focusing on managing customer inquiries and support processes. It addresses challenges related to handling a high volume of customer contacts efficiently while maintaining quality and consistency in service delivery.

About the Opportunity:

The CUSTOMER SUPPORT SPECIALIST II is responsible for managing standard operational customer support tasks with moderate supervision. This role independently resolves a range of customer inquiries of moderate complexity, contributing to team effectiveness and consistency by sharing expertise with newer staff. The position plays a key role in ensuring customer satisfaction through clear communication and accurate resolution documentation.

Responsibilities:

• Handle a high volume of inbound customer contacts across assigned channels.
• Resolve standard and moderately complex customer inquiries.
• Use knowledge of products, billing, and service procedures to address issues with limited escalation.
• Clearly communicate account information, plan details, and resolution steps.
• Accurately document contacts and resolutions in the case management system.
• Identify recurring issues or process gaps and report them to team leadership.
• Share knowledge and support onboarding of new team members.

Requirements:

• Working knowledge of products, billing practices, and service procedures.
• Ability to handle moderate complexity customer contacts independently.
• Effective communication skills adapted to different audiences.
• Competence in documenting customer interactions accurately.

Pay Range and Compensation Package:

• $17.10 to $25.65 per hour as the anticipated base salary range, subject to experience, skills, qualifications, geographic location, internal equity, and business needs.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.